Mobile Help Desk Specialist

in Bluemont, VA

Mobile Help Desk Specialist Job

Job Description Job Attributes+

  • Job ID


  • Job Location

    Bluemont, VA 20135, US

  • Job Category

    Engineering & Technology

  • Job Type


  • Clearance Level

    Public Trust

  • Career Level


  • Travel


Job Description

Join BAE Systems and be part of a diverse and enthusiastic team who is supporting our customer’s critical mission. We are searching for dedicated individuals to join one of our new and expanding programs.

BAE Systems is seeking Mobile Services Help Desk Specialists to support our customer in Bluemont, VA and Washington DC. This position will provide Tier 2 mobile services support for the client's employees and customers, and is focused on first contact resolution. Work will be performed at the Mount Weather, Bluemont, VA location, FEMA HQ in Washington DC, or telework. Staff will be able to telework part of the time once they are proficiently working in the customer environment. GFE will be provided to the contractor to support this constraint. Contractor must have high-speed internet at home for teleworking.
Mobile Services Help Desk operates using shifts that can vary and with staff being adjusted to meet requirements in order to provide 24 x 7 support for the customer. Most staff work regular business hours 8:00 – 5:00 with breaks and lunch, and we don’t work federal holidays.

Job Responsibilities Include:

  • Provide wireless technologies support for both voice and data communications
  • 24 X 7 X 365 call center support for mobility Tier I and II help desk functionality
  • Provide website maintenance, and Telecom Expense Management (TEM) systems operations and maintenance, performance monitoring, integration services, and support of major enterprise disaster and non-disaster assistance
  • Provide technical assistance and support for incoming questions and issues related to computer systems, software, and hardware.
  • Provision wireless communications devices for FEMA staff and contractors.
  • Respond to queries and troubleshoot over the phone and via email.
  • Report to work promptly based on the work schedule.
  • Occasionally train new staff to assist in getting them up to speed and comfortable with the customer’s environment.

Required Education, Experience, & Skills

The ideal candidate will have the following skills;

  • Tier III system engineering support for Mobile Device Management (MDM), and Microsoft Office 365 (O365). This can also include system engineering support for technology update and refresh efforts, managing tasks and activities at the project level, and providing program management – centralized coordinated management of all related projects
  • Experience with Remedy Service Desk or similar IT ticketing system.
  • Ability to interact and work with a diverse customer base. Requirements arrive via email, telephone calls, SharePoint, Remedy Trouble Reporting System and verbally from Leads, Managers and Supervisors.
  • Adept at oral communications, demonstrating good telephone skills, verbal communications and customer service skills. Staff must also be able to explain technical issues in simple layman terms.
  • Safety rules must be followed at all times.
  • Dress is business casual.

Typical Education and Experience:
Typically a Bachelor's Degree and 4 years work experience or equivalent experience.

Ideal certifications may have one of the following certs, but are not required:

  • Certified Expert Mobile Security Professional (CEMP)
  • Credentialed Mobile Device Security Professional (CMDSP)
  • VMware Certified Desktop and Mobility 2020 (VCP-DTM 2020)

Ability to receive and hold a Public Trust security clearance.

Preferred Education, Experience, & Skills
About BAE Systems Intelligence & Security BAE Systems Intelligence & Security, based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels. That’s BAE Systems. That’s Inspired Work. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression. To see Inspired Work in action, visit and follow us on Facebook:

Additional Information

Who We Are

You're used to protecting what matters most.

Throughout your career in the military, you've been dedicated to improving security, defending freedom and making the world a safer place. Now you can continue that commitment through cyber operations, intelligence analysis, and building combat vehicles and electronic systems. We’re proud to provide solutions and services that advance the strength and security of America and our allies – and we’re honored to offer an environment where veterans and reservists can continue doing mission-centered work. In all that we do, we are guided by our company values – trusted, innovative and bold – understanding that it’s not just what we do, but how we do it that underpins our success.
+ The Organization

Our team has the privilege and the responsibility of knowing that the work we do really matters. Our work is vital to the armed forces personnel and major corporations who rely on us to protect, equip and support them where it counts; to the security and prosperity of the nations we serve; to our skilled and talented people; to the local communities where we are based; and to the wider community who invest in, supply and engage with us. At BAE Systems, everyone can make a difference.

+ The Culture

We believe that a diverse workforce inspires creativity and drives innovation. We respect and value the huge variety of skills, abilities and perspectives that our people bring to our business. We celebrate our differences and aim to recruit and develop talent from all backgrounds, championing the strength that a truly inclusive and collaborative workplace gives to our company culture and performance.

+ The Work

Enjoy a flexible environment that values your work-life balance and helps you perform at your best.

+ The Opportunity

On the job training, leadership programs, collaboration with leading experts – excellence is built into your career development whether you are just starting out as an apprentice or are an experienced professional.

+ The People

We’re united by trust, camaraderie and a shared ambition to lead the world in our field. It helps that we’re nice people too.

+ The Reward

See your contribution, making real change as breakthrough technology and intelligence solutions reshape the landscape for our customers.

What We Offer

+ Warrior Integration Program (Est. 2008)

This program was created to assist in the employment, transition, education, and development of wounded warriors. Through mentoring, partnership, education, and leadership, we vow to serve our veterans in the same manner they served our country. WIP provides mission-centered work that gives wounded warriors the opportunity to contribute, providing a path for career progression.

+ Camo to Corporate (Est. 2013)

Camo to Corporate underpins all of our military recruiting and veteran efforts. We participate in annual career workshops and partner with VA employment reps to identify opportunities for vets at BAE Systems. We’re also proud members of Joining Forces, the Veteran Jobs Mission and Hiring our Heroes - initiatives focused on helping vets and their spouses find meaningful careers.

Perks & Benefits

  • Veterans Support Network
    Veterans Support Network +-

    The mission of the Veterans Support Network is to help connect former service members, active duty members, reservists and those who are supportive of the Armed Services.

  • Health & Wellness
    Health & Wellness +-

    We offer medical plans that take great care of you and your family’s health and well-being. These include medical plans, prescription drugs, dental and vision, along with incentive programs and health saving and spending accounts.

  • Time Away From Work
    Time Away From Work +-

    Paid Time Off (PTO) provides you with paid time away from work that you can use for vacation, personal time, personal illness, or to care for dependents. You can accumulate up to a maximum of 400 PTO hours.

  • Military Leave
    Military Leave +-

    Full-time and part-time employees who serve in the military reserves are eligible to take paid and unpaid leaves of absence to perform military duty.

  • Employee Assistance Program
    Employee Assistance Program +-

    The EAP offers confidential support to manage personal issues, such as stress, family issues, and substance abuse.

  • Employee Discount Programs
    Employee Discount Programs +-

    BAE Systems partners with Beneplace to offer exclusive discounts on a variety of products and services.

  • Tuition Reimbursement
    Tuition Reimbursement +-

    Lifelong employee learning is critical to both your personal growth and that of BAE Systems as a trusted, innovative, and bold organization. That’s why we offer a tuition reimbursement program, so you can pursue advanced education to help further your career.

  • Adoption Assistance
    Adoption Assistance +-

    You can be reimbursed up to $4,000 for qualified adoption expenses through the Adoption Assistance program.

  • Financial Wellness
    Financial Wellness +-

    Plan for today, save for tomorrow. Our programs support your goals at every stage of life. These programs include 401(k) savings plans, life and accident insurance, disability coverage, home, auto, and pet insurance and legal planning.

Our Partners

G.I Jobs Hiring Our Heroes Veterans Job Mission Joining Forces Soldier for Life American Association of People with Disabilities

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